Contract Specification...
Each contract will consist of one or more of the following components
- Software Support
- Hotline Support
- Operating System Support
- Hardware Support
- Remote Dialup Support
- Training
- Development
- Email Support
- Anti-Virus Support
- Fixed Cost Internet Access
- Replacement Machine
- Preventative Maintenance
- Web Design
Software Support
Microtech can provide Software Support on all application software or specific items. Software cover can also include Hotline Support and remote Dialup Support.
Service Levels and Response Times
All support contracts provided by Microtech aim to meet or exceed the following service levels. When calls are logged with our service desk they are assessed by the following categories:
Critical-Server or system down or time dependant issue i.e. payroll
Major-Workstation or printer unusable or software application not accessible from any workstation i.e. accounts applications or e-mail access
Minor-Paper jams, fading monitors intermittent software errors or operating system upgrades
The following response times are then adhered to:
Critical
All logged calls will be responded to within 30 minutes. We aim to be onsite within 1 business hours of the call being logged and have the system fully operational within 2 hours.
Major
All logged calls will be responded to within 1 hour. We aim to be onsite within 2 business hours of the call being logged and have the system operational within 8 hours.
Minor
All logged calls will be responded to within 8 hours. We aim to be onsite within 24 business hours of the call being logged and have the system operational within 48 hours.
Non-Critical
All logged calls will be responded to within 24 hours. Due to the very nature of these types of calls there are no designated service level response times. We aim to respond within the designated time and schedule the call within a 2-week time period.
Contract Durations
We can provide a 12-month contract payable either in advance or by twelve equal monthly payments. This contract requires 3 months notice of termination by either party and is reviewed annually. Alternatively we can provide a monthly rolling contract payable by Standing Order. This contract requires 30 days notice of termination by either party. There is no automatic renewal of this contract annually instead the contract continues until cancelled by either party.
For further information or for a free site survey please contact-
Martin Duffy
t. 01563 530 480
e. martin.duffy@microtechsupport.co.uk
